360imprimi.pt is revolutionizing customer experience operation with Artificial Intelligence made in Portugal. Automaise was the partner chosen to implement the technological solution in the processes of the marketplace with a global presence.
Lisbon, November 08, 2022 – 360impressão.pt chose Automaise to respond to the challenge and achieve the objective of providing an excellent service to the customer. The Automaise Support Genius solution supports customer service operators in all their routines, making their work more efficient, faster and less repetitive.
Three months after the implementation of Automaise's new solution, 360imprimi.pt's results are evident, transversal and surprising:
- 30% of incidents are already dealt with entirely by the new solution, without the intervention of agents.
- Customer response time reduced by 48%.
- Customer satisfaction increased by 11%.
- The number of complaints has reduced substantially.
Customers in the digital age are characterized by being increasingly demanding, expecting immediate responses and enjoy interacting with brands through a variety of channels. When it comes to responding to such high expectations, Bernardo Gonçalves Marques, Head of Operational Excellence at 360imprimi.pt, is certain that the future of customer support activity involves having “Artificial Intelligence and operators working together, complementing each other”.
Solutions based on Artificial Intelligence allow technology to take care of the most routine and high-volume processes, leaving agents available to dedicate themselves to situations that require their experience and knowledge.
360imprimi.pt emerged in 2013 with a disruptive approach, working in the areas of printing e merchandising, in an exclusively online business model. Today, it is a global marketplace operating in 21 countries. The focus on customer satisfaction has always been present and 2022 has been marked, not only by the great growth of the company, but also by the commitment to new solutions that improve the customer experience.
Automaise developed a solution focused on the optimization of front e back office that allows companies to achieve improvements in the customer support experience, reduce productivity inefficiencies, wait times, volume of complaints and improve customer satisfaction. Based in Braga, Automaise works with some of the most prestigious international brands in retail, banking, insurance and telecommunications to accelerate the digital transformation and strengthen the relationship with consumers.
Additional information at www.automaise.com.
Technological, founded in 2013, was created with the objective of democratizing the access of SMEs and Individuals to any customized product. Already present in 21 markets, the group owns the 360imprimi.pt brand, recognized in the Portuguese and Spanish-speaking markets, and the Bizay brand, used in the remaining 19 European and American markets. 360imprime.pt is one of the most promising European technologies, growing by 60% compared to the previous year and with an annual turnover of over 40 million euros.
Additional information at www.360imprimido.pt.